Aon, George, takes aeons to process a very small claim

I am a resident in a retirement village which is owned by the George Diocese of the Anglican Church. A claim was submitted on my behalf to Aon George. The claim was dealt with by Charlene Kayser. The claim was submitted on 10 June 2022 and payment was only received in mid August. WHY did it take so long to process the claim? It could not have been simpler. The claim was for just over R3 500. An excess of R2 500 was deducted which means just over R1 000 was paid out. The contract states that the 'basic' excess to be deducted is R1 000. I understand that the standard practice in the insurance industry when small amounts are claimed is for the excess to be 10% of the value claimed. I would appreciate feedback from Aon.